Monday, August 03, 2020

How to Deliver Individual Experiences on a Global Scale: Tips from a Borderless Brand

Molly Ambrogi Yanson
August 15, 2019

3 minute read

Before Payoneer was founded in 2005, the world primarily transacted on paper and land lines. Despite the Internet’s rising popularity, companies were often limited by geographic and market constraints. Payoneer, a borderless payment platform, changed that.

The brand operates across 200 countries, connecting 4 million users in over 150 currencies and 70 languages by making global transactions as easy as local ones. For example, it grants freelancers – like Mohamed, an Egyptian multimedia entrepreneur – the flexibility to make a living outside of the country’s borders. It lets homeowners securely rent their houses on Airbnb and HomeAway, and enables global marketplaces like Amazon and to send funds worldwide.

Here are a few tips from Payoneer on how to provide tailored experiences on a global scale.

Create locally relevant solutions

Before entering a new market, Payoneer does its homework. The company’s business department enlists its customer care group to listen to the unique needs of its customers and learn their ways of doing business. With that understanding, the brand can craft an offering that meets local consumers’ expectations. But that is only one part of Payoneer’s experience.

After the development phase, business and customer care teams open local service lines together to support its customers in their language and during their business hours. Without frictionless and localized service, the experience with their platform wouldn’t be the same.

Adopt agile communication methods

In addition to a toll-free phone line, Payoneer offers email, chat, social, and self-service options as part of its service strategy. But its customers’ communication preferences are dynamic, and the company constantly assesses emerging channels. For example, WeChat has become China’s most popular messaging app. Payoneer integrated the channel into that local hub and is also exploring WhatsApp to serve its U.S. and European-based customers.

Regardless of channel, the brand also understands that the way customers interact with companies is shaped by a variety of cultural and societal factors that differ from one region to the next. Payoneer’s agents are trained to understand those preferences.

Scale and personalized service strategies

Payoneer processes an impressive 5,000 inquiries every day. In order to meet each customers’ expectations, the company optimizes service work flows and relies on data to personalize each interaction.

When a customer contacts Payoneer, agents can access a 360-degree view of the account. By integrating marketing and business intelligence data – such as location and past interactions – the brand automatically routes the customer to the agent who is best trained to meet their unique needs. This approach helps personalize the customer’s experience with the brand.

But not all of Payoneer’s inquiries require human interaction. In fact, 70% of the company’s email inquiries are resolved by helping a customer self-serve from a knowledge base of over 600 articles written in different languages. Automation lets the brand deliver consistent and relevant answers as fast as possible to those that need or prefer it.

The role of the service agent is evolving. A few years ago, the customer care department was just a place to get answers; today it’s a place to build relationships with personalized experiences. Payoneer has disrupted the world of global payments by putting the customer and theirdiverse needs first in everything the company does.

To learn more about Payoneer, watch “Payoneer: Listening to Our Customers“.

Molly Ambrogi Yanson
Montana-based, Molly is an outdoor enthusiast and never too far from a mountain peak or river. At Oracle, she works with PR and customer advocacy teams to shine the spotlight on innovative brands who’ve successfully transformed their customer experience. by Oracle is the destination for professionals who are building the next generation of customer experience. Here, you can find breaking news, in-depth analyses, expert insights, and useful tools that will empower you to think and work progressively.